Voicemail screening and call retrieval

ABSTRACT

Handling an incoming call from a caller to a user includes prompting a caller to record a message to the user and sending a special command to a user communication device indicting that the incoming call is available for screening and retrieving. In response to the user indicating a desire to screen the incoming call, the user listens to the message while the caller is leaving the message. In response to the user indicating a desire to retrieve the incoming call, the call is transferred to the user communication device. In response to the user indicating a desire to screen the call, an incoming media stream from the incoming call may be forked so that the message is being recorded while the user is listening to the message at the user communication device.

BACKGROUND

A conventional standalone home voicemail system allows a user to screenincoming calls by listening as the caller is leaving the message andthen, if desired, pick up the telephone while the caller is leaving themessage to speak directly with the caller.

PBX systems, including newer voice over IP systems, may use acentralized voicemail processing system for recording messages fromincoming callers. Thus, it may be difficult to listen to a message beingleft by a caller while the caller is leaving the message. In addition,it may also be difficult to transfer a call to a user after the call hasbeen initially transferred to the voicemail processing system.

It is desirable to provide a system that allows a user of a PBX systemto listen to an incoming call while a caller is leaving a voice mailmessage and allows a user to pick up the call and speak directly to thecaller after the caller has started to leave a message.

SUMMARY

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used to limit the scope of the claimed subject matter.

The system described herein handles an incoming call from a caller to auser by prompting a caller to record a message to the user and sending aspecial command to a user communication device indicting that theincoming call is available for screening and retrieving. In response tothe user indicating a desire to screen the incoming call, the userlistens to the message while the caller is leaving the message. Inresponse to the user indicating a desire to retrieve the incoming call,the call is transferred to the user communication device. The usercommunication device may be a voice over IP telephone. A first dialogbox may be presented to the user to indicate that the presence of theincoming call. In response to the user indicating a desire to screen thecall, an incoming media stream from the incoming call may be forked sothat the message is being recorded while the user is listening to themessage at the user communication device.

The system described herein handles an incoming call from a caller to auser by determining is a user communication device is accepting incomingcalls and, if so, routing the incoming call to the user communicationdevice. If the user communication device is not accepting incomingcalls, routing the incoming call to a voicemail processing system thatprompts a caller to record a message to the user. The system describedherein may send a special command to the user communication deviceindicting that the incoming call is available for screening andretrieving. In response to the user indicating a desire to screen theincoming call, a command is sent to the voicemail processing systemcausing a media stream from the incoming call to fork to both thevoicemail processing system and the user communication device. Inresponse to the user indicating a desire to retrieve the incoming call,a command is sent to the voicemail processing system causing theincoming call to be transferred to the user communication device.

The system described herein marks a message left by a caller byindicating that the message was screened if the message was screened bya user and by indicating that the message was retrieved if the messagewas retrieved by a user. An introduction may be appended to the messageindicating that the message is marked.

DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram illustrating a first dialog box used in connectionwith the system described herein.

FIG. 2 is diagram illustrating a second dialog box used in connectionwith the system described herein.

FIG. 3 is a diagram illustrating a network, a voice gateway, a SIP proxyserver, a user communication device, in a voice no processing accordingto the system described herein.

FIG. 4 is a flow chart illustrating screening and retrieving incomingcalls according to the system described herein.

FIG. 5 is a flow chart illustrating determining if a user communicationdevice is capable of screening and retrieving incoming calls accordingto the system described herein.

FIG. 6 is a flow chart illustrating screening incoming calls accordingto the system described herein.

FIG. 7 is a flow chart illustrating retrieving incoming calls accordingto the system described herein.

DETAILED DESCRIPTION

Described herein are various technologies and techniques for voicemailscreening and call retrieval. Various embodiments are described morefully below with reference to the accompanying drawings, which form apart hereof, and which show specific exemplary embodiments forpracticing various embodiments. However, other embodiments may beimplemented in many different forms and should not be construed aslimited to the embodiments set forth herein; rather, these embodimentsare provided so that this disclosure will be thorough and complete.Embodiments may be practiced as methods, systems or devices.Accordingly, embodiments may take the form of a hardware implementation,an entirely software implementation or an implementation combiningsoftware and hardware aspects. The following detailed description is,therefore, not to be taken in a limiting sense.

The logical operations of the various embodiments are implemented (1) asa sequence of computer implemented steps running on a computing systemand/or (2) as interconnected machine modules within the computingsystem. The implementation is a matter of choice dependent on theperformance requirements of the computing system implementing theembodiment. Accordingly, the logical operations making up theembodiments described herein are referred to alternatively asoperations, steps or modules.

Referring to FIG. 1, a display screen 20 may be provided as part of avoice over IP (VOIP) telephone, as part of a computer system used inconnection with a user communication device, such as a voice over IPtelephone, a separate display screen that receives data for a usercommunication device, or is otherwise somehow associated with a usercommunication device to exchange data with a system that controls theuser communication device as described elsewhere herein. The systemdescribed herein does not depend upon any specific implementation usedto provide the functionality for the screen 20 and does not depend uponany specific type of user communication device being used.

The screen 20 is shown as having a dialog box 22, which may be aconventional dialog box, for presenting information to the user of thevoice over IP telephone associated with the screen 20. In an embodimentherein, the dialog box 22 may be provided when the user of a voice overIP telephone receives an incoming telephone call while the user isalready handling a call in progress. In other words, the dialog box 22is presented to the user when the user is handling a first call and, atthe same time, a subsequent call comes in for the user. The dialog box22 may also be presented when the user does not answer an incoming calleither inadvertently or when a user is actively screening calls.

In an embodiment herein, the user's VOIP telephone handles processingassociated with the dialog box 22 and any other dialog boxes provided onthe screen 20 and related processing. In some embodiments, the dialogbox 22 is only provided when a user receives a subsequent incoming callwhile handling a current call. In other embodiments, the user may selectwhen an incoming call causes the dialog box 22 to be presented so that,for example, the dialog box 22 may be provided at times other than whena user receives a subsequent incoming call while handling a currentcall. The dialog box 22 may also be presented when a user does notanswer an incoming call after a certain number of rings. Of course, amechanism other than a dialog box may be used to present information andreceive user input.

The dialog box 22 includes an informational section 24 that informs theuser that an incoming call is being processed and, optionally, indicatesto the user the source of the incoming call. Information about thesource of the incoming call may be received using conventional means,such as conventional caller ID technology. Thus, when the dialog box 22is presented to the user, the user learns that there is an incoming calland, if the informational section indicates a source of the call, theuser also learns who is calling. In an embodiment herein, the dialog box22 is presented to the user when the incoming call is sent to avoicemail system to provide the caller with options for leaving a voicemessage for the user. The interaction of the voicemail system with thepresentation of the dialog box 22 is discussed in more detail elsewhereherein.

The dialog box 22 also presents the user with a plurality of options26-28. The option 26 allows the user to maintain the incoming call inthe voice of system by ignoring the incoming call. As discussedelsewhere herein, the dialog box is presented 22 to the user when anincoming call is sent to a voicemail processing system. The user maydecide to maintain the incoming call in the voicemail system. If so,then the user uses an appropriate input device, such as a mouse, toactuate a conventional control button 26′. Of course, any otherappropriate mechanism may be used to select the option 26. In anembodiment herein, once the user selects the option 26 to maintain theincoming call in the voicemail processing system, the dialog box 22 isclosed. However, in other embodiments, it may be possible to maintainthe dialog box 22 even after the user has selected the option 26.

The user may decide to screen the incoming call in a manner similar toscreening a call on a stand-alone home a voice messaging system. Thatis, the user may decide to listen to the caller's message while it isbeing recorded by the caller at the voicemail processing system. If theuser decides to screen the incoming call, then the user may select theoption 27 by appropriately actuating a control 27′ for the screening anincoming call. In an embodiment herein, the media channel being screenedis half duplex so that the user can hear the caller but the caller doesnot hear any sound at the user's end. Screening an incoming call isdiscussed in more detail elsewhere herein.

The user may decide to retrieve the incoming call, which means the userhas decided to take the incoming call and forego, in some fashion, thecurrent call that the user is handling. For example, the user may hangup on the current call prior to retrieving the incoming call. As anotherexample, the user may place the current call on hold prior to retrievingthe incoming call. Retrieving an incoming call is similar to a user of ahome standalone voice messaging system picking up the telephone receiverand speaking to the caller while the home standalone voice messagingsystem is recording an incoming call. However, in an embodiment herein,when a user retrieves an incoming call, the call is handed off from thevoicemail processing system and thus is no longer being handled by thevoicemail processing system. If the user decides to retrieve theincoming call, the user actuates a control 28′ associated with theoption 28 for retrieving an incoming call. Retrieving an incoming callis discussed in more detail elsewhere herein.

Referring to FIG. 2, the screen 20 is shown with a second dialog box 32that is presented to the user in response to the user selecting theoption 27 in the first dialog box 22 for screening the call. Asdiscussed elsewhere herein, the user may screen an incoming call whilethe incoming call is simultaneously being handled by the voicemailprocessing system. The incoming call that is being screened issimultaneously being handled by the voicemail processing system andbeing listened to by the user. In an embodiment herein, the mediachannel being screened is half duplex so that the user can hear thecaller but the caller does not hear any sound at the user's end.

The second dialog box 32 includes an informational section 34 thatinforms the user that the call is being screened and optionallyindicates the source of the incoming call in a manner similar toindicating the source of the call in connection with the dialog box 22.In addition, the user is provided with two options, a first option 36 tostop screening the call and a second option 37 to retrieve the call. Theuser may choose the first option 36 to stop screening the call byactuating a control 36′. In an embodiment herein, if the user selectsthe action 36 to stop screening the call, the dialog box 32 is closedand the incoming call continues to be handled by the voicemailprocessing system in a conventional manner.

Alternatively, the user may select the option 37 by actuating a control37′ to retrieve the incoming call that is being screened. If the userchooses to retrieve the call, the incoming call is transferred from thevoicemail processing system to the user's telephone and, in anembodiment herein, the dialog box 32 is closed.

Referring to FIG. 3, a telephone system 40 illustrates components thatmay be used to implement the system described herein. A voice gateway 42is coupled to a network 43 used for transmitting and receiving calls.All calls may be transmitted through the network 43 and thus through thevoice gateway 42. In the case of a voice over IP telephone system, thenetwork 43 may be the Internet. The voice gateway 42 may be implementedusing conventional processor technology programmed in an appropriatefashion. There are many commercially available voice gateway systemsthat are capable of providing the functionality described herein and/ormay be adapted in a straight-forward manner in accordance with thedescription herein.

The voice gateway 42 may be coupled to a SIP proxy server 44 that may beused to route calls and establish paths between incoming and outgoingcalls and any of a plurality of user communication devices, one or morevoicemail processing systems, and/or any other devices that are used inconnection with the telephone system 40. Just as with the voice gateway42, the SIP proxy server 44 may be implemented using commerciallyavailable components, including one or more processors, and/or may beimplemented by adapting commercially available components in astraight-forward manner in accordance with the description herein. TheSIP proxy server 44 may contain software that is programmed to providethe functionality described herein. In some embodiments, the voicegateway 42 and the SIP proxy server 44 may be integrated into a singleunit.

The SIP proxy server 44 is coupled to a user communication device 46,such as a voice over IP telephone, which may include a display like thedisplay 20 discussed above. Just as with the voice gateway 42 and theSIP proxy server 44, the user communication device 46 (and possibleintegrated or separate display) may be provided using commerciallyavailable components, including one or more processors, and/or may beimplemented by adapting commercially available components in astraight-forward manner in accordance with the description herein. Theuser communication device 46 may contain software that is programmed toprovide the functionality described herein. As discussed elsewhereherein, the user communication device 46 may have an integrated displayor the display may be provided separately from the user communicationdevice 46 and/or at the display may be provided on a user's computersystem. There are a number of appropriate configurations for the displayconsistent with the description herein. In an embodiment herein, theuser communication device 46 is a voice over IP telephone.

The SIP proxy server 44 is also coupled to a voicemail processing system48. Just as with the voice gateway 42, the SIP proxy server 44, and theuser communication device 46, the voicemail processing system 48 may beimplemented using commercially available components, including one ormore processors, and/or may be implemented by adapting commerciallyavailable components in a straight-forward manner in accordance with thedescription herein. The voicemail processing system 48 may containsoftware that is programmed to provide the functionality describedherein. Some or all of the voice gateway 42, the SIP proxy server 44,and the voicemail processing system 48 may be implemented in a singleunit or any number of separate units.

The voice gateway 42 receives incoming calls and directs outgoing calls.Incoming calls received by the voice gateway 42 may be provided to theSIP proxy server 44 which directs the calls to the appropriate component(e.g., the user communication device 46). In some embodiments, the voicegateway 42 may also direct calls to components besides the SIP proxyserver 44 while in other embodiments the voice gateway 42 does notdirect calls to any component other than the SIP proxy server 44.

Referring to FIG. 4, a flow chart 60 illustrates steps performed inconnection with managing incoming calls. The processing illustrated bythe flow chart 60 may be performed by the SIP proxy server 44, theGateway 42, the user communication device 46, other devices, and/or anydevice or combination of devices that may provide the functionalitydescribed herein. Thus, the system described herein does not depend uponthe particular device or combination of devices performing theprocessing illustrated by the flow chart 60.

Processing begins at a first test step 62 where it is determined if theuser communication device 46 is accepting calls. In an embodimentherein, the user communication device is accepting calls if the user isnot handling a current call when the incoming call occurs. However, asdiscussed elsewhere herein, other criteria may be used, includinguser-settable parameters actuated by the user. For example, the user maydecide to handle all incoming calls using the system described hereinand thus not otherwise accept any incoming calls when the calls firstarrive. In addition, it is possible that a user may be available on morethan one device, in which case the inquiry may be sent to all possibledevices, or a subset thereof, on which a user may be available.Accordingly, for the discussion herein, it should be understood that,where appropriate, reference to the user communication device 46includes any other device on which the user is available to handleincoming calls.

The test at the step 62 may be performed by either the SIP proxy server44 or the voice gateway 42 sending a message to the user communicationdevice 46 to inquire if the user communication device 46 is alreadyhandling a call (or is configured to handle incoming calls a certainway) and by the user communication device 46 returning an appropriatestatus message. The specific messages sent and received at the step 62(and at other steps of the system described herein) depend uponimplementation details for the system described herein. In an embodimentherein, conventional commands and responses for systems like thosedescribed herein may be used to exchange commands/inquiries at the step62.

If it is determined that the user communication device is acceptingcalls, then processing is complete. Note that, in this case (and inother cases where processing according to the flow chart 60 iscomplete), processing being complete may simply mean that incoming callwill be handled in a manner consistent with whatever system isimplemented for handling incoming calls for users aside from the systemdescribed herein. In other words, the processing illustrated by the flowchart 60 is in addition to whatever processing is otherwise performed bythe telephone system as described herein.

If it is determined at the test step 62 that the user communicationdevice 46 is not accepting calls (for example, because the user isalready handling a telephone call), then control transfers from the teststep 62 to a test step 64 where it is determined if the user device iscompatible with the functionality described herein. Note that the systemdescribed herein may not be provided to a user that does not have theappropriate hardware and/or other components necessary to provide thefunctionality described herein. For example, if the user does not have adisplay for use in connection with the user communication device, thenthe first dialog box 22 and the second dialog box 32 can not bepresented to the user and thus the user does not have compatiblecomponents. Other tests may be used at the step 64 to determine if thesystem can handle any special commands/inquiries used to implement thesystem described herein.

In an embodiment herein, an incoming call may be handled by thevoicemail processing system 48, which sends a special command code tothe user communication device 46 (and possibly other components)indicating that an incoming call is available for handling in accordancewith the system described herein. If the user communication device 46(and possibly other components) do not recognize the special commandcode or do recognize the special command code but are not capable ofproviding the functionality described herein for whatever reason (e.g.,no display), then the result of the test at the step 64 is that the userdevice is not compatible. If it is determined at the test step 64 thatthe user device (and/or other components) are not compatible withproviding the functionality described herein, then processing iscomplete.

In other embodiments, a table may be used for the test at the step 64 ofthe flowchart 60 of FIG. 4 to determine if the components used toprovide the system described herein are compatible. The table maycontain a list of which devices are compatible so the test at the step64 looks up the user's particular device (i.e., the user's particularuser communication device) in the table to determine compatibility. Ifthe device is not in the table, then the result of the test at the step64 is that the user's device is not compatible.

If it is determined at the test step 64 that the relevant components arecompatible with providing the functionality described herein, thencontrol transfers from the test step 64 to a step 66 where the firstdialog box 22 is provided to the display associated with the usercommunication device 46. Presenting the dialog box at the step 66 may beby any appropriate means. In an embodiment herein, the usercommunication device 46 may present the first dialog box 22 in responseto receiving the special code at the test step 64.

Following the step 66 is a test step 68 which determines if the user hasselected the option 26 for ignoring the incoming call. If so, thencontrol transfers from the test step 68 to a step 72 were the firstdialog box, presented at the step 66, is closed. The processingperformed by the steps 68, 72 may be performed by the user communicationdevice 46. In some embodiments, the user communication device 46 mayalso send a message indicating a desire to ignore the incoming call tothe voicemail processing system 48 in connection with closing the dialogbox at the step 72. Following step 72, processing is complete.

If it is determined at the test step 68 that the user has not selectedthe option 26 to ignore the incoming call, then control transfers fromthe test step 68 to a test step 74 where it is determined if the userhas selected the option 27 to screen the incoming call or the option 28to retrieve the incoming call. The processing illustrated by the steps68, 74 assumes that the user will have selected one of the three options26-28 presented in the dialog box 22. In an embodiment herein, noadditional processing is performed unless and until the user selects oneof the options 26-28. Of course, it is possible to provide additionalprocessing that causes the user to timeout if too much time has elapsedsince presenting the first dialog box 22 at the steps 66. In anembodiment herein, the timeout may be treated just like the userselecting the option 26 to ignore incoming call and thus, in response toa timeout condition, the step 72 (or a step like the step 72) isexecuted to close the first dialog box 22, following which processing iscomplete.

If it is determined at the test step 74 that the user has decided toscreen the incoming call, then control transfers from the test step 74to a step 76 where call screening processing is performed. The callscreening processing performed at the step 76 is discussed in moredetail elsewhere herein. Following the step 76 is a test step 78 whereit is determined if, during the call screening processing illustrated bythe step 76, the user has chosen to retrieve the incoming call. If so,then control transfers from the test step 78 to a step 82 where callretrieve processing is performed. Performing the call retrieveprocessing at the step 82 is discussed in more detail elsewhere herein.Note that the step 82 may also be reached if it is determined at thetest step 74 that the user has selected to retrieve the incoming call inconnection with the first dialog box 22 (i.e., the user has selected theoption 28). Following the step 82, processing is complete.

If it is determined at the test step 78 that the user has not selectedthe option 37 to retrieve the incoming call (and therefore the user hasselected the option 36 to stop screening the incoming call), thencontrol transfers from the test step 78 to a step 84 were the seconddialog box is closed. Following the step 84, processing is complete.

In an embodiment herein, the incoming call may end (e.g., because thecaller has hung up) either while the first dialog box 22 is beingpresented to the user or while the second dialog box 32 is beingpresented to the user. In those cases, the call ending may be treatedlike the user selecting the option 26 to ignore the incoming call at thefirst dialog box 22 or selecting the option 36 to stop screening theincoming call at the second dialog box 32. In any event, once theincoming call has ended, it is not possible to either screen the call orretrieve the call.

Referring to FIG. 5, a flow chart 90 illustrates steps performed inconnection with an embodiment where the user communication device 46 istested to determine if it is compatible with the system describedherein. Processing begins at a first step 92 where a message is sent tothe user communication device 46. In an embodiment herein, the messageis sent by the voicemail processing system 48, although it is possiblefor the message to be sent by any appropriate component. Following thestep 92 is a test step 94 which determines if an appropriate responsehas been received. If so, then control transfers from the test step 94to a step 96 where the processing that determines compatibility returnsan indication that the tested device is compatible with the systemdescribed herein. Following the step 96, processing is complete.

If it is determined at the test step 94 that an appropriate response hasnot been received, then control transfers from the test step 94 to astep 98 where an indication of incompatibility is returned. Note that aninappropriate response could include no response at all or a responseindicating that the user communication device 46 does not support thefunctionality described herein. Following the step 98, processing iscomplete.

Referring to FIG. 6, a flowchart 110 illustrates steps performed inconnection with the call screening processing described above inconnection with the step 76 of the flowchart 60 of FIG. 4. Processingbegins at a first step 112 wherein the first dialog box 22 is closed. Inan embodiment herein, the first dialog box 22 is closed by the usercommunication device 46, although any other appropriate component may beused to close the first dialog box 22. Following the step 112 is a step114 where the second dialog box is presented to the user. Just as withthe first dialog box 22, in an embodiment herein, the second dialog box32 may be provided by the user communication device 46, although anyother appropriate component may be used to provide the second dialog box32.

Following the step 114 is a step 116 where a notification is sent to thevoicemail processing system 48 to cause the voicemail processing system48 to fork the media streaming in from the incoming call back to theuser communication device 46 (or whatever appropriate device the user isusing to listen screened calls). The specific message sent at the step116 depends upon implementation details for the system described herein.In an embodiment herein, conventional voicemail system commands (definedby RFC 3261) are enhanced to provide additional commands that providethe functionality described herein. Accordingly, the message sent to thevoicemail processing system 48 at the step 116 may be a modified “200OK” command (or the equivalent) causing the voicemail processing system48 to fork the media coming into the voicemail processing system 48 toprovide a media stream from the incoming call to the user communicationdevice 46 of the user (or whatever device the user is listening toscreen calls). In another embodiment, it is possible to use aconventional “200 OK” command because the voicemail processing system 48already knows that the media is to be forked based on the context.

Following the step 116 is a test step 118 where it is determined if anerror has occurred in connection with sending the command to thevoicemail processing system 48 at the step 116. If not, then controltransfers from the step 118 to a step 121 to mark the message left usingthe voicemail processing system 48 to indicate that the message had beenscreened using the system described herein. Marking the message may beby any appropriate means, including sending a command to the voicemailprocessing system 48 to cause the voicemail processing system 48 toappend a special introduction to the audio stream corresponding to thevoicemail message. In systems where voicemail messages are forwardedusing an email system, the email message may be made to contain anindicator that the corresponding voicemail message had been screened.Following the step 121, processing is complete.

If it is determined at the step 118 that an error has occurred, thencontrol transfers from the test step 118 to a step 122 to perform errorprocessing. Detection of errors at the step 118 as well as theparticular error processing performed at the step 122, depends uponspecific implementation details of the system. In an embodiment herein,after the command is sent to the voicemail processing system 48, thevoicemail processing system 48 returns a result of processing thatcommand to the calling device/routine. Thus, the test at the step 118may simply determine if the return value from the voicemail processingsystem 48 indicates that an error has occurred. Similarly, the errorprocessing performed at the step 122 is also an implementation specificdetail that depends upon the implementation of the system describedherein. In some embodiments, error processing may include reporting anerror to the user at the step 122 while in other embodiments errorprocessing performed the step 122 may include retrying the command acertain number of times, trying different commands that provide the sameor similar result, etc. Following the step 122, processing is complete.

Referring to FIG. 7, a flowchart 140 illustrates steps performed inconnection with the call retrieval processing provided in the step 82 ofthe flowchart 60 of FIG. 4. Processing begins at a first step 142 werethe first dialog box is closed (e.g., by the user communication device46 or some other appropriate component). Following the step 142 is astep 144 where a transfer command is provided to the voicemailprocessing system 48. The transfer command provided at the step 144causes the call being handled by the voicemail processing system 48 tobe transferred to the user communication device 46. Thus, a conventionaltransfer command (e.g., per RFC 3515) may be used at the step 144. Ofcourse, any other appropriate mechanism to cause the call transfer mayalso be used. In addition, a mechanism other than a call transfer may beused.

Following the step 144 is a test step 146 which determines if an errorhas occurred. The tests for an error at the step 146, as well as thenature and types of errors that may occur, depend upon the specificimplementation of the system described herein. If it is determined atthe test step 146 that an error has occurred, then control transfersfrom the test step 146 to step 148 where appropriate error processing isperformed. Following the step 148, processing is complete.

If it is determined at the test step 146 that no error has occurred,then control transfers from the test step 146 to a step 152 where thetransferred incoming call is handled by the user at the usercommunication device 46. Thus, an incoming call that may have beeninitially handled by the voice processing system 48 may be transferredover to the user communication device 46 (or similar device) so that theuser may continue a live conversation with the caller who had justpreviously been leaving a voice message at the voicemail processingsystem 48. In some embodiments, the message left by the caller may beretained. In other embodiments, the voicemail processing system 48 maycontinue to record the live conversation between the caller and theuser.

Following the step 152, is a step 153 where the message left using thevoicemail processing system 48 (if any) is marked to indicate that theincoming call had been retrieved using the system described herein.Marking the message may be by any appropriate means, including sending acommand to the voicemail processing system 48 to cause the voicemailprocessing system 48 to append a special introduction to the audiostream corresponding to the voicemail message. In systems wherevoicemail messages are forwarded using an email system, the emailmessage may be made to contain an indicator that the correspondingvoicemail message had been retrieved. Following the step 153, processingis complete.

Although the subject matter has been described in language specific tostructural features and/or methodological acts, it is to be understoodthat the subject matter defined in the appended claims is notnecessarily limited to the specific features or acts described above.Rather, the specific features and acts described above are disclosed asexample forms of implementing the claims.

1.-20. (canceled)
 21. A method of handling an incoming call from acaller to a user, comprising: determining whether a user communicationdevice is accepting calls based on one or more user parameters;determining, based on the one or more user parameters, that the usercommunication device is not accepting calls; prompting a caller torecord a voice mail message to the user; determining that the usercommunication device is capable of screening the incoming call based ona message received from the user communication device; sending a specialcommand to the user communication device indicating that the incomingcall is available for screening and retrieving, wherein, in response tothe user indicating a desire to screen the incoming call, the userlistens to the voice mail message while the caller is leaving the voicemail message; and receiving a command to mark the voice mail message asretrieved, wherein marking comprises appending an introduction to anaudio stream corresponding to the voice mail message.
 22. A method,according to claim 21, wherein the user communication device is a voiceover IP telephone.
 23. A method, according to claim 21, furthercomprising: causing a first dialog box to be presented to the user toindicate the presence of the incoming call.
 24. A method, according toclaim 23, wherein the user indicates a desire to screen the incomingcall by actuating a control in the first dialog box.
 25. A method,according to claim 24, wherein the user indicates a desire to retrievethe incoming call by actuating a control in a second dialog box that ispresented to the user after the first dialog box is closed.
 26. Amethod, according to claim 21, wherein, in response to the userindicating a desire to screen the call, an incoming media stream fromthe incoming call is forked so that the voice mail message is beingrecorded while the user is listening to the voice mail message at theuser communication device.
 27. A method, according to claim 21, whereinthe introduction to the audio stream indicates that the voice messagehas been retrieved.
 28. A system comprising a processor; a memorycommunicatively coupled to the processor, the memory havingcomputer-executable instructions that when executed by the processor,provide a method of handling an incoming call from a caller to a user,the method comprising: determining whether a user communication deviceis accepting calls based on one or more user parameters; determining,based on the one or more user parameters, that the user communicationdevice is not accepting calls; prompting a caller to record a voice mailmessage to the user; determining that the user communication device iscapable of screening the incoming call based on a message received fromthe user communication device; sending a special command to the usercommunication device indicating that the incoming call is available forscreening and retrieving, wherein, in response to the user indicating adesire to screen the incoming call, the user listens to the voice mailmessage while the caller is leaving the voice mail message; andreceiving a command to mark the voice mail message as retrieved, whereinmarking comprises appending an introduction to an audio streamcorresponding to the voice mail message.
 29. A system, according toclaim 28, wherein the user communication device is a voice over IPtelephone.
 30. A system, according to claim 28, further comprising:causing a first dialog box to be presented to the user to indicate thepresence of the incoming call.
 31. A system, according to claim 30,wherein the user indicates a desire to screen the incoming call byactuating a control in the first dialog box.
 32. A system, according toclaim 31, wherein the user indicates a desire to retrieve the incomingcall by actuating a control in a second dialog box that is presented tothe user after the first dialog box is closed.
 33. A system, accordingto claim 28, wherein, in response to the user indicating a desire toscreen the call, an incoming media stream from the incoming call isforked so that the voice mail message is being recorded while the useris listening to the voice mail message at the user communication device.34. A system, according to claim 28, wherein the introduction to theaudio stream indicates that the voice message has been retrieved. 35.One or more computer storage media having computer-executable componentsthat upon execution perform a method for of handling an incoming callfrom a caller to a user, the method comprising: determining whether auser communication device is accepting calls based on one or more userparameters; determining, based on the one or more user parameters, thatthe user communication device is not accepting calls; prompting a callerto record a voice mail message to the user; determining that the usercommunication device is capable of screening the incoming call based ona message received from the user communication device; sending a specialcommand to the user communication device indicating that the incomingcall is available for screening and retrieving, wherein, in response tothe user indicating a desire to screen the incoming call, the userlistens to the voice mail message while the caller is leaving the voicemail message; and receiving a command to mark the voice mail message asretrieved, wherein marking comprises appending an introduction to anaudio stream corresponding to the voice mail message.
 36. One or morecomputer storage media, according to claim 35, wherein the usercommunication device is a voice over IP telephone.
 37. One or morecomputer storage media, according to claim 35, further comprising:causing a first dialog box to be presented to the user to indicate thepresence of the incoming call.
 38. One or more computer storage media,according to claim 37, wherein the user indicates a desire to screen theincoming call by actuating a control in the first dialog box.
 39. One ormore computer storage media, according to claim 38, wherein the userindicates a desire to retrieve the incoming call by actuating a controlin a second dialog box that is presented to the user after the firstdialog box is closed.
 40. One or more computer storage media, accordingto claim 35, wherein, in response to the user indicating a desire toscreen the call, an incoming media stream from the incoming call isforked so that the voice mail message is being recorded while the useris listening to the voice mail message at the user communication device.